Support & Contact

3/1/17- Service Issue:

Update: 12:20pm- The issue has been identified as damage caused by animal chew  to a location of aerial fiber, technicians are on site repairing the fiber.

Update: 11:45am-The location of the issue has been identified and technicians are on site repairing the fiber.

8:45 am– The issue appears to be from a fiber cut and our crews are working as quickly as possible to identify where the cut is and the extent of the damage.  More updates to follow as soon as we have them.

8:10 am: We are currently experiencing an outage in a portion of our Brighton, Rochester, Irondequoit and the Southpoint Cove area.  We apologize for the inconvenience, we currently have technicians on site to resolve the issue. We appreciate your patience as we work to restore your service as quickly as possible and we will keep you notified with any updates of the status of your service.  As soon as we know more, we will update this page.   Thank you.

We are Upgrading our Network!

To provide our customers with the fastest and most reliable connection possible, we have begun to make many upgrades to our fiber-optic network.  These changes will continue to occur over the next several months.
We Are Adding More Capacity and Redundancy to the Internet
Over the past few months we’ve more than doubled our capacity to multiple internet connections.  This will allow our customers to connect to their favorite sites faster and makes our network less prone to outages.  We will continue to add capacity as we add customers.
Equipment Upgrades
We’ve upgraded our core router to manage all our new customers.  This allows us to add more connections to other internet providers, and multiple layers of redundancy. Upgrading our router allows us to build more resilient links throughout the network.  This has also allowed us to double the capacity of many portions of the network so we can keep up with all your Netflix binging every weekend! :-)
Customer Service
We’ve more than doubled the size of our team this year, and we’re in the midst of launching a new billing and customer care platform to help us be more responsive to you.  The new system will likely go live in 1Q17, and more information will come prior to its launch.  We want to make sure we can provide our customers with the support they need, when they need it.
IP Addressing
You may have heard that the IPv4 numbers are no longer available on the internet.  To better explain this, it’s similar to when telephone numbers were exhausted and as a result area codes were split and 10-digit dialing took place in some areas.  ARIN, the governing body for internet numbers, has resolved this issue by creating IPv6, which is basically an internet address with many more alpha-numeric symbols so we won’t run out again-at least for a very long time.  While we have acquired one trillion, one trillion addresses for IPv6 to hand out to our customers, not all sites on the internet have converted to this new numbering scheme, so the user experience isn’t very good right now.  In the meantime, we are implementing Network Address Translation (NAT) to ensure that all our customers can access the internet.  We have launched this with several of our customers already, and 99% of applications run just fine.  The other 1% can be remedied working with our customer service concierges by moving to a static IP address.
Our team is proud and excited to continue to provide our customers with the highest quality and most up to date Internet service possible!

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1255 University Ave, Suite 204
Rochester, NY 14607




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